Complaints

This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Power Home Remodeling Group, LLC has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, LLC

  41370 Bridge Street Novi, MI 48375

  
• 

  Power Home Remodeling Group, LLC

  2500 W Bradley Pl Ste G Chicago, IL 60618-4720

  
• 

  Power Home Remodeling Group, LLC

  4135 Crescent Park Dr Riverview, FL 33578

  
• 

  Power Home Remodeling

  1922 Old Murfreesboro Pike Nashville, TN 37217-3090

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Power Home Remodeling Group replace my front door. The front door was replaced and I had multiple problems. This company offers warranty and they have come out multiple times to try to fix it. After multiple attempts to fix the door, and still having issues I would like the company to replace it. The major issues with this door is that light and air comes in through the lower right corner, it seems the measurements are wrong. The doorknob and handle has been replaced and it is completely broken. Everytime I call for service it takes about 8 weeks to have someone come in and take a look at the problem and then try to solve it.

  

  Business Response

  Date: 10/16/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  A Power Installation Manager was on-site on Monday, 10/14/2024 to address the concerns with the entry door handle.  A follow-up service is scheduled for 11/6/2024 to address any remaining outstanding concerns with the entry door installed in your home.  None of the issues or concerns that Power has addressed in the past or that Power has bee made aware of up to this point warrant the replacement of the entry door and Power is continuing to service your entry door as outlined in Powers warranties.  We look forward to having everything resolved for you soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

• Initial Complaint

  Date:10/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their sales people were knocking on doors, I stopped a young man approx 12:30 pm today, I told him he needed to stop going door to door that this is a NO SOLICITATION community and it is posted at all the entrances to the community, he said ok hed leave, imagine the look on his face when he rang my doorbell several times and I opened the door approx 4:00pm told him didnt I tell you a bit ago that this community is no soliciting he said he didnt remember, they need to RESPECT the no soliciting signs that we do have posted. I am one of the board members and I did tell him that the first time.

  

  Business Response

  Date: 10/10/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Powers local sales and marketing departments apply for and receive all necessary permits from local municipal governance's whenever they intend to visit the local communities that Power is currently performing work in.  If you wish to no loner receive visits at your door from Power in those instances, Power can add you to their "Do Not Knock" list, which will notify Power's local office that you are not interested in any of Powers offerings.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:10/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Power Home Remodeling to replace all the windows in my condo on 5-13-24. Before signing anything I specifically asked if the company worked to make sure my *** would approve the project. I was told that they would. I received an email from Power on 5-20-24 providing me with the paperwork to submit to my ********** I submitted the forms provided along with the email. The email stated the windows would be Like-For-Like (same size. location, style, grid patter and color). With this information the *** board approved the project. When the windows were being installed an ********* member called to my attention that the windows were not Like-For-Like. Because of this I would be in non-compliance status and subject to on going fines. When I spoke with Power about this they informed me that Like-For-Like does not mean Like-For-Like. That if the *** wanted to be specific about the windows they should've said something before. I asked them if someone told you things were going to be Like-For-Like what would you have to be specific about. I have been dealing with Power over three months. I have not paid them anything because the job has not been completed. I got my *** to accept a redesign of the windows but the windows will still be different from the other units. Power refuses to make these changes unless I agree to pay $2000 more. The project was to be $33,836. I want to complete this project but I don't believe I should pay more based on Power's misrepresentation. Power sent me a legal letter on Monday 10-7-24 stating the project needs to be paid or they will be seeking legal action. I am hoping the BBB can help settle this issue.

  

  Business Response

  Date: 10/10/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power received HOA approval to complete the work in the home exactly as it is outlined in the sales agreement and project specifications associated with your project.  Power has worked with you since the installation of the windows now that you have expressed that you wish to have a different aesthetic on the exterior of the home.  A contract amendment was provided outlining the specifics of those changes and the associated cost involved.  The letter you received in the mail on 10/7/2024 details Powers expectations moving forward.  If you wish to have the exterior altered, the associated cost has been provided to you.  If you wish to keep the project as-is, payment on the project is due.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new tear off roof installation in 2017. 2 years later we received water damage in our newly remodeled dining room due to ice damming caused by improper ventilation as a result of Power HR's negligent installation. I had multiple attic companies and experts assess my attic and they all confirmed that the issues were stemming from the fact that power installed improper ventilation that was not suited for my type of roof. The area that had ice damming had the gutter line intake vent but no air was venting outward. The reason explained by the attic experts was that the baffles in the front do not continue to the back towards the attic. so in other words the air comes in through the gutter line vent but cannot make its way to the attic to be vented out. This was explained and shown to Power in a home visit by a Power Installation Manager. The Power IM agreed and ordered Mushroom vents to be installed, however, the mushroom vents were installed in the incorrect location and we still do not have ventilation in the front. I've had power come out multiple times and they insist everything is installed correctly but you can clearly see where the mushroom vents are installed in the incorrect location. What is interesting to note is that Power no longer leaves any copies of notes taken and do not offer any follow *** to their visits. I am continuously chasing them for follow *** and they always contradict themselves. every subsequent service visit I have the person that comes to inspect agrees when I show them the space and confirm what I have been told. however, I receive no follow *** and when I reach out to Power to follow up they say the person who inspected determined it was not caused by power. It is insane to come to that conclusion given that Power removed the entire original roof, which means they saw the way the attic space was framed out. they were negligent in their original install and to this day refuse to accept responsibility.They are SCAMMERS

  

  Business Response

  Date: 10/10/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power Installation Managers have been on-site to your home four times since the roofing project was completed at your home to address concerns you have with the roof.  The roofing project was installed correct, per GAF guidelines, with all of the proper intake and exhaust ventilation required for an attic space the size of yours.  There are no indications anywhere on the roof that the roof itself has ever leaked, as there is no water damage to the roof decking or the attic insulation on the floor below it.  A Power Installation Manager is already scheduled to review these findings and re-evaluate the roofing installation with you again on Friday, 10/10/2024.  We look forward to addressing your concerns with the roof project again soon.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IN April/May 2024 we received a knock on the door and it was Power Home Remodeling trying to schedule an appointment to quote us on gutters and siding replacement. We agreed and they came a week or so later. after the presentation, we agreed to have new gutters, soffits, fascia, and porch column wraps replaced. During the presentation, the sales person assured us that the work would take no more than 2 days, he stated that our current gutters, which has a guard system on them were rusted in places and did need to be replaced. He stated that these new 6" gutters do not need guars on them as they are large enough to have a softball flow through them. When they started the work, it took 4-5 days to complete, My wife missed an entire week of work. One of the project managers insulted my wife under her breath, they have had to make 5 additional trips to my house to fix things and less than 3 months after the installation prior to fall, the gutters are clogged. I called several times and asked them to bring my gutter guards back or come and replace them themselves. they have refused saying it was too dangerous to have their people climb this high on my house, even though they climbed that high to remove and replace my gutters. Some of the other work they have had to repair are nails left all over, fascia peeling off, sloppy caulk work, they even ran over a tube of caulk in my driveway and left it. they had to come redo my porch columns 3 different times because they were done incorrectly. Being they said these gutters did not need a leaf guard and they removed my old ones, the gutters clogged before fall even got here, i think they need to replace the guard system. This was just another flat out lie by the sales person and failure of Power Home Remodeling to back up there word and work.

  

  Business Response

  Date: 10/08/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  All of the concerns outlined in the original complaint have been taken care of.  Power Installation Managers and Power's installation team have both returned to the home to make the necessary corrections and do any clean up that was necessary after the installation was completed.  We apologize for any inconvenience this may have caused.  Power Home Remodeling does not sell or install gutter protection, which is why purchasing gutter protection with your new gutter system was not an option in the first place.  While the wider gutters and downspouts flow more water and make it easier for run-off the clear the gutters out, it may not be enough to prevent clogs of larger pieces of debris or large accumulations of debris.  This is why neither Power nor the material manufacturer can guarantee against clogs and why you will not find any verbiage in your contract or warranty paperwork.  Because your new gutter system is larger than the pre-existing gutter system, the old gutter protection would not fit onto your new gutter system.  If you wish to to add gutter protection to your new gutter system you would have to utilize another contractor to do so.

  Thank you,

  Ryan Farrell
  Director of Customer Support
  Power Home Remodeling 
  O: 610.874.5000 x2
  PowerHRG.com

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep frustration with the prolonged delay in resolving an issue regarding my windows, which were installed in April 2012 and October 2013 and are covered by a lifetime warranty. Some of these windows began to discolor, and upon contacting your company, I was informed that the problem is related to a faulty seal, and the windows would be replaced. This process began on April 22, 2022, and despite my repeated follow-ups, it has now been almost two years without a resolution.Initially, the delay was blamed on supply chain issues, yet I find it perplexing that while your company continues to install new windows, my replacements remain pending. When I inquired about this, I was provided with an unsatisfactory explanationthat my windows were produced by a different company.I have attached a detailed record of my contacts with your company, including dates and the representatives I spoke with. Most recently, I had scheduled the installation for a day when my school is closed, as I cannot take time off in December. Despite this, the appointment was once again canceled. The only alternative offered was an appointment on December 19th at 3:30, which is inconvenient given my *********** is unacceptable that nearly two years have passed without resolving this issue. I am requesting an installation appointment after 4:00 PM on a mutually convenient date. I do not wish to wait until late December, and I expect a resolution to this matter immediately.Please help to obtain a resolution to this matter as I cannot afford further delays.

  

  Business Response

  Date: 10/01/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Unfortunately, your scheduled service appointment to have the replacement window sashes installed in your home had to be rescheduled because of an extended absence of one of Power's local Installation Managers due to injury.  We understand that rescheduling any appointment is an inconvenience and Power considers it a last resort, however there was no feasible alternative in this situation.  ************ appointment has been rescheduled to the next available date and time.  Power received no communication prior to receiving this complaint that the new service date and time did not work for you.  If this date and time is not convenient for you, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 10/02/2024

  I am writing in response to the letter I received from your company regarding my ongoing issue with the replacement of my windows. While I appreciate your acknowledgment of the situation, I must express my dissatisfaction with the content of the letter, particularly regarding your statement that no communication occurred prior to my recent complaint. This is not accurate, and I have thorough documentation to demonstrate the consistent communication and follow-up efforts Ive made over the past nearly three years.
  To clarify the timeline:
  On 4-22-2022, I initially contacted your company regarding the window replacement.
  On 2-7-2023, 7-7-2023, 9-26-2023, *****, 2023, 6-24-2024, I followed up after not receiving a timely response.
  On 9-30-2024, I was informed that the installation could not proceed as scheduled.
  Immediately after learning about this, I spoke with Sheens to address the situation and submitted my complaint to the BBB on the same day.
  I would be happy to provide copies of this communication for your reference.
  Furthermore, I find the proposed additional delay of two months to be unreasonable, given the already extensive wait time. Three years of waiting for my windows to be replaced is unacceptable, and I believe your company can take more proactive measures to expedite the installation.
  I am requesting that you prioritize my case and schedule the installation at the earliest possible date. After nearly three years, further delays are causing significant inconvenience, and I hope we can resolve this matter swiftly.
  Please provide a prompt update on the next steps you will take to ensure this is addressed.

  Customer Answer

  Date: 10/02/2024

  I am writing in response to the letter I received from your company regarding my ongoing issue with the replacement of my windows. While I appreciate your acknowledgment of the situation, I must express my dissatisfaction with the content of the letter, particularly regarding your statement that no communication occurred prior to my recent complaint. This is not accurate, and I have thorough documentation to demonstrate the consistent communication and follow-up efforts Ive made over the past nearly three years.
  To clarify the timeline:
  On 4-22-2022, I initially contacted your company regarding the window replacement.
  On 2-7-2023, 7-7-2023, 9-26-2023, *****, 2023, 6-24-2024, I followed up after not receiving a timely response.
  On 9-30-2024, I was informed that the installation could not proceed as scheduled.
  Immediately after learning about this, I spoke with Sheens to address the situation and submitted my complaint to the BBB on the same day.
  I would be happy to provide copies of this communication for your reference.
  Furthermore, I find the proposed additional delay of two months to be unreasonable, given the already extensive wait time. Three years of waiting for my windows to be replaced is unacceptable, and I believe your company can take more proactive measures to expedite the installation.
  I am requesting that you prioritize my case and schedule the installation at the earliest possible date. After nearly three years, further delays are causing significant inconvenience, and I hope we can resolve this matter swiftly.
  Please provide a prompt update on the next steps you will take to ensure this is addressed.

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22360469
  
  I am rejecting this response because: 

  I am writing in response to the letter I received from your company regarding my ongoing issue with the replacement of my windows. While I appreciate your acknowledgment of the situation, I must express my dissatisfaction with the content of the letter, particularly regarding your statement that no communication occurred prior to my recent complaint. This is not accurate, and I have thorough documentation to demonstrate the consistent communication and follow-up efforts Ive made over the past nearly three years.
  To clarify the timeline:
  On 4-22-2022, I initially contacted your company regarding the window replacement.
  On 2-7-2023, 7-7-2023, 9-26-2023, *****, 2023, 6-24-2024, I followed up after not receiving a timely response.
  On 9-30-2024, I was informed that the installation could not proceed as scheduled.
  Immediately after learning about this, I spoke with Sheens to address the situation and submitted my complaint to the BBB on the same day.
  I would be happy to provide copies of this communication for your reference.
  Furthermore, I find the proposed additional delay of two months to be unreasonable, given the already extensive wait time. Three years of waiting for my windows to be replaced is unacceptable, and I believe your company can take more proactive measures to expedite the installation.
  I am requesting that you prioritize my case and schedule the installation at the earliest possible date. After nearly three years, further delays are causing significant inconvenience, and I hope we can resolve this matter swiftly.
  Please provide a prompt update on the next steps you will take to ensure this is addressed.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/02/2024

  Good morning,

  At this time, your service appointment is scheduled for the earliest available date and time.  Should an earlier appointment become available a Power representative will be in touch with you to make alternative arrangements.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 10/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22360469
  
  I am rejecting this response because:

  I am writing to express my deep dissatisfaction with the ongoing delays in the installation of the service/product that I ordered almost three years ago. Despite my patience, I find the most recent proposed installation date in December to be entirely unacceptable, particularly given that I was promised a much earlier completion.
  I am confident that there must be avenues within your organization to expedite this process, including reallocating resources or engaging a supervisor from another region. Given the circumstances, I respectfully request that this issue be resolved, with installation completed within the next two weeks.
  Furthermore, I expect full compliance with the warranty terms as originally agreed. If this matter is not resolved promptly, I will have no choice but to pursue legal action to recover the payment I made at the outset.
  I trust this situation can be resolved without further escalation and look forward to your prompt response.
  
  
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/02/2024

  Good morning,

  At this time, Power has scheduled your service to be performed on 12/5/2024.  If Power is able to perform your service at an earlier date or time, you will be contacted to make those arrangements.  The service concerns with the window project completed at your home are and will be completed in accordance with the warranty terms as you have requested.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used POWER Home Remodeling Company, we had our roof and new bay window replaced plus two side windows! I noticed that there was some condensation in my Bay window and cant really see out of it ! I called POWER to report it, this man ** called me back and said that it will take up to 6 months to a yr to replace it ! We want it replaced before Black mold sets in ! We reported it on 9/7/24 , we have no idea how long

  

  Business Response

  Date: 09/30/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The concerns with the window sash in your home were reported to Power on 9/7/2024 and a replacement window sash was placed on order with your manufacturer at that time.  At the present time your window manufacturers production lead times are approximately 6-8 months and Power will not have a definitive delivery date until some time early next year, at which time a Power representative will be in contact with you to schedule the replacement.  The concerns with the window in your home are related to the low-e laminate that is installed on the surface of the glass in between the two panes of glass.  This is not something you can touch as it is contained inside the insulated glass unit and it poses zero mold risk.  If there is moisture on the interior of the home that you can touch and wipe off that is not something that a replacement window sash will resolve as it is an environmental occurrence related to the humidity level in the air inside your home. 

  We look forward to having your window repaired for you as soon as possible.

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A ** *** came and I decided to purchase a new door and attic insulation. I was unsure about the insulation because the attic door is in my sons room and I found out the blow in insulation was loose. I was assured there would be a barrier placed. The day of the insulation install, I was told by the installers that they stopped doing the hatch 4 months ago. I tried to call the company to get clarity but I was unable to get in contact with anyone because no one is available every Tuesday morning. The installers confirmed that there are meetings Tuesday mornings. I was about to cancel when they said just let them do the radiant barrier part and when I talk with the company if I dont like the resolution to not doing the blow in, they would just have to come back and take it down. Reluctantly, I agreed. When I finally got in contact with *** and his response made me even more upset. I told *** I wanted the barrier out of my attic like the installers said and he said he would have his manager look into this and call back. Later, I got a text from the ** *** ***** who wanted to talk. He offered multiple time to buy the hatch or send me money for one and insisted he never said they install them. He said they stopped doing them last year. I told him I no longer want to do the blow in so theres no need for that. The next day I dont receive a call from *** so I call the company and spoke to someone who said *** went home. Later that night I get a call from Dans manager. I explain all of the above to her and she immediately begins to bash the installers saying they have no way of knowing what the people in the office do and if they have meetings and they have no place speaking on thatall they do is installs. She said were wrong about the hatch being stopped 4 months ago because it was stopped during COVID. I told her thats interesting because ***** said it was stopped last year. I said okay, there is obviously a lack of communication there which I am now suffering.

  

  Business Response

  Date: 09/27/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The attic access hatch cover is not part of a radiant barrier or blown-in insulation project form Power Home Remodeling and the contract reflects that.  When you asked that the blown-in insulation be removed from the contract, it was not installed and the cost of the blown-in insulation portion of the project was removed from the overall project price.  The remaining balance of the project price will be owed as the remainder of the project has been or will be installed.  We apologize for any miscommunication with regard to the scope of the work to be performed, however the attic access hatch cover provides minimal to no protection from heat or cooling loss in the living space of the home when the remainder of the attic is properly insulated and radiant barrier is present, which is why Power stopped selling them years ago.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

  Customer Answer

  Date: 10/18/2024

  Due to the companys lack of ethics and accountability for multiple staff members mis***resenting them, I would like to sever all future projects with this company and will only be responsible for projects completed which is $20,000+. The barrier around the attic door had nothing to do with insulation and was solely about protecting my sons room from the blow in which was explained multiple times to the ** *** and in my previous complaint but conveniently ignored. The staff members making what was later identified as false statements about the company taking Down the radiant barrier was not on me. Yet no accountability is taken on Powers part. I was happy to be a 3x ***eat company but the companys actions are shameful and unfair to a customer who hasnt given any previous grief. Whats the point of being a loyal customer if the company doesnt care about them. See Complaint ID: ********. some is below: A ** *** came and I decided to purchase a new door and attic insulation. I was unsure about the insulation because the attic door is in my sons room and I found out the blow in insulation was loose. I was assured there would be a barrier placed. The day of the insulation install, I was told by the installers that they stopped doing the hatch 4 months ago. I tried to call the company to get clarity but I was unable to get in contact with anyone because no one is available every Tuesday morning. The installers confirmed that there are meetings Tuesday mornings. I was about to cancel when they said just let them do the radiant barrier part and when I talk with the company if I dont like the resolution to not doing the blow in, they would just have to come back and take it down. Reluctantly, I agreed. When I finally got in contact with ***, I told him I wanted the barrier out of my attic like the installers said and he said he would call back. Later, I got a text from the ** *** ***** who wanted to talk. He offered multiple time to buy the hatch or send me money
  
  Desired Outcome:
  Contact by the business; Refund; For the attic radiance barrier to be removed as instructed would happened by workers who stated they have and will dont that before and for Door project to be canceled due to company mishandling and taking advantage of customers financially.

  

  Business Response

  Date: 10/18/2024

  Good morning,

  Power has already agreed to remove any product already installed in the attic, which would render the labor and material warranties void, and reduce the project cost by this amount.  The door portion of the project can not be reduced or eliminated as the entry door has already been manufactured and delivered to Power's warehouse on your behalf in accordance with the sales agreement you signed.

  Power Project Production Managers have attempted to contact you but have not been able to speak with you directly and have not received return phone calls.  Please reach out to Power's local installation office at the phone number below and a representative will be happy to discuss the project with you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 10/18/2024

  Thank you for responding. I have received one phone call from one, singular, manager on 10/16/24 while I was at work. I attached the transcript from the voicemail. When I attempted to call back, she was out of the office today at 4:20pm but I was told she will call me tomorrow morning around 11am. Just to comfirm this was a new resolution presented to me 2 days ago, after I already sent my second complaint to the BBB on 10/7. This was not already in the works or presented by multiple managers and I have not heard from Power until Christinas voicemail. I look forward to speaking with her and officially resolving this matter of removing the radiant barrier and voiding it on the contract. Until then I would like to keep this matter open with the BBB because even in the response I just received, the order of events were misrepresented which brings out the mistrust I have already experienced with the company. 

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My windows are leaking and ruining the drywall and flooding the floor. I called and they took a note for management but couldn't tell me they would even call me back. I have an autoimmune disease and am on immunosuppressant medication so mold is dangerous for me. They would not send help to put a tarp up or anything.

  

  Business Response

  Date: 09/27/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  A representative from Power's local office in ***** has been in contact with you as recently as today with regard to the on-going leak in the home.  Power representatives will be on-site to address these concerns as soon as possible, however given the current weather conditions as a result of hurricane ****** it may not be possible to get someone to the home for another day or two.  The leak you reference was a pre-existing leak, one that occurred in this same area prior to Power performing any work at the home, and it is entirely possible that this leak is unrelated to the work Power performed, however Power is more than willing to address it for you as best as possible.  We look forward to returning to the home shortly to see what we can find.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************
  

   

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misled completely, did not do what we where told they where doing for work and over charged about 10 grand. This was not what we agreed they where doing for work on our home. Very misleading

  

  Business Response

  Date: 09/26/2024

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  A Power Installation Manager was on-site today, 9/26/2024 and confirmed with you that everything was installed correctly and the steps outlined in the contract to complete the work correctly were all taken.  After a full inspection and a review of the before and after photos, the gutters and siding are done as contracted.  We look forward to installing the entry door on 10/10/2024 and completing the project for you.

  Thank you,

  **** *******
  Director of Customer Support
  ********************** Home ********************** 
  O: ***************
  *****************************

  Customer Answer

  Date: 09/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *****